FRED OLSEN CRUISE LINES

BW 857 Positive Questionnaire Analysis

Cabin Number Comment Responsible Person/s

3029Enjoyed the comments & enthusiam of the Captain, the crew show - what talent! Had a wonderful cruise and will definitely cruise with Fred Olsen in the future. We love the friendliness of crew and staff

ALL

3030 Overall we have thoroughly enjoyed our first cruise. Hope you have a Greenland cruise in 2010. ALL3031 Very satisfied with our first cruise. ALL

3032 We've had a most enjoyable cruise thanks to a very attentive, friendly crew. We felt we'd known them a long time.Captain was a delightful and very informative. We'd like to sail with him again. ALL

3046 Following were outstanding : CAPTAIN, CRUISE DIRECTOR, CHEFS & RESTAURANT STAFF, BLACK WATCH SHOW TEAM. ALL

3048 This is our first cruise with Fred Olsen. It is the best cruise we have ever had. Excellent Captain and crew. ALL

3050 We thoroughly enjoyed every port of the cruise. ALL3053 We found crew & staff polite , friendly & very helpful as always. ALL3063 Overall an exceptional cruise with excellent staff. ALL3065 Another wonderful cruise all very friendly. Looking forward to our Christmas cruise on the Balmoral. ALL3071 Over all a very well run ship. Thank you. ALL3077 Excellent staff and entertainment. ALL3100 Extremely happy & polite staff ALL

3104 A fabulous cruise .Lovely,friendly,helpful staff.Very talented crew and entertainments staff.We thoroughly enjoyed ourselves ALL

3104 But an amazing array of Activities to do.Well done everyone ALL3104 Food was wonderful shop excellent and tours very interesting. ALL4017 The crew are happy and helpful. ALL4018 I have been travelling about 25 years on your ships -- I have been very satisfied. ALL

4023 Overall a most enjoyable experience. The friendliness of the staff being very much in evidence throughout the cruise. ALL

4033 We komen tewg (WE COME BACK). ALL4042 Excellent Captain & crew ALL

4048 This is our first time with Fred Olsen and we have been favorably impressed particularly with the food. ALL

Captain Olav Søvdsnes Ch Officer Morten Gunnar Urheim

Ch Engineer Dan Rossoy Hotel Mgr. Clive Ramshaw

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4056We found ourselves very lucky to have Olav Sovdnes as a Captain making inside passage instead of outside and tailoring the trip to the best possible.We like the kind of "family atmosphere" onboard.Last night's show of the crew was marvelous.

ALL

4062 Another wonderful cruise my second on since Christmas and new cruise to the Canaries.I have already booked for next Christmas and New Year on Black Watch ALL

4067All facilities excellent. All crew members ready to help always with a smile on their face. Nothing too much trouble. Cruise Director excellent. Captain provided lots of extra information during cruise. Will certainly travel again with Fred Olsen.

ALL

4070This was our first cruise, chosen for the itinerary and it has more than lived up to expectations. Thanks for our 40th Anniversary Package which was wonderful and to all the staff who are so friendly and helpful.

ALL

4076 We have thoroughly enjoyed the cruise. All the crew and staff have been wonderfully helpful and have made a good cruise a memorable one. The Captain has been the best ever, a bit special. ALL

4078Captain Sovdsnes' enthusiasm made the trip extra special and his interaction with passengers. The cruise director, Ali, is excellent too. Our waiters Francisco and his assistant, were exceptionally efficient and cheerful. All together it's been outstanding among the cruises we have done.

ALL

4080 Excellent cruise. Thank you. We like the smaller ships. ALL

4081 The Captain & crew help to make our 1st cruise a memorable one. The food and service has been outstanding, and the entertainment has been most enjoyable. ALL

4084 Everyone very good and helpful from the Captain down. ALL4090 The Captain on this trip was very good and gave us a good laugh. ALL

4093We have always enjoyed our time on Black Watch. Next we try Balmoral & Boudicca then Black Watch again. We will have obtained Gold Oceans membership near March in just 2 years. That must say something about option of Fred Olsen cruises. Thank you.

ALL

4096 We thoroughly enjoyed our holiday and will recommend Fred Olsen ALL

4109 In nearly all categories, all absolutely excellent. Column would have been appreciated. A mention most be made on the Talent Show-Brilliant!!! Thanks for a great cruise. ALL

5007 As first time cruisers came up to our expectations which will encourage us to further cruises with Fred Olsen Cruise Lines. ALL

5016 We consider this to be an outstanding first cruise from Captain down, all were excellent. ALL5018 Trip excellent and we are travelling with Olsen Line again in October. ALL

5020 Excellent first cruise with Fred Olsen and now would go with no other cruise line! (The personal warmth of the Captain greatly enhanced the entire cruise) ALL

5021 Staff, without exception, friendly, polite & helpful. Overall very good holiday. ALL5029 The Captain really made this cruise special, along with all the staff. ALL

5045Cruising to Norway & Spitsbergen with a Norwegian Captain is excellent. We feel guilty that so much food is provided and may cause excessive waste eventhough it's all delicious. Many thanks for an inspiring cruise.

ALL

5065A wonderful voyage, enhanced by a first class captain, who was very efficient and knowledgeable and very informative during the whole trip. He is Fred Olsen's greatest ambassador, and ran a great crew.

ALL

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5066 We think everyone on the ship works very hard. ALL

5075 Enjoyed the cruise very much. Food and company very good. Places we visited most interesting - also some sights seen from the vessel outstanding. ALL

5081 Thoroughly enjoyed my first cruise. ALL

5084 We would sail again with Fred Olsen. This is a happy ship with an attentive and caring Captain. Congratulations. ALL

5085 Fantastic Ship, Captain, Staff & Crew.Everyone went out of their way to make this a great cruise. ALL5088 Wonderful holiday. Thanks to the Captain and crew. ALL5091 We made our reservation via Titan & have been very happy with our choice of cruise. ALL5100 A very enjoyable cruise to the usual high standard. Looking forward to the next one. ALL

5102 A very enjoyable and memorial cruise.The crew and staff at all levels have given an excellent service and made sure that the cruise was so very successful. ALL

5103This has been a wonderful cruise . There has been a happy atmosphere throughout & all staff have been more than helpful. Last but not least, Captains Sovdsnes enthusiam & effort to show passangers most beautiful parts of his beloved Norway were much appreaciated. Well done.

ALL

5105 Can you please pass on my Thanks to the Captain & Crew of the ship.It will stay in my thoughts for a very long time. Thank You All once again ALL

7012 I have known Fred Olsen Ships for many years -- ex Royal Navy. A wonderful experience. Many thanks. ALL

7018 Fred Olsen ships' staff are well trained and professional. They look smart and give passengers confidence that they will be able to help in any emergency. ALL

7026 Very impressed with the friendliness of All Ships personnel, quality of shows and artist ALL

7027I have enjoyed the cruise very much- the scenery stunning Nocomplaints about the ship in any way whatsoever. Will book another cruise withyou when I have decided where I want to probably the Baltic Cities cruise

ALL

7033 Reported problems with heating in cabin and water which were promptly dealt with Hotel Manager and Housekeeper very helpful ALL

7036 This has been our first cruise, we have thoroughly enjoyed it and have already booked another cruise in Black Watch. Thank you. ALL

7037 Very good cruise made especially enjoyable by the captain personal input, Cruising the inside passage was a bonus. Excellent staff ALL

7043 From Captain to cleaning staff very friendly and helpful. ALL

8004

We had an excellent Captain with Olav Sovdsnes. His enthus for his country and his thoughtfulness in what we should see was wonderful. It was our first cruise and we couldn't have had better. All staff were first class in restaurants and bars. We look forward to Iceland cruise next year. Thank you.

ALL

8008 Full mark to everyone especially to Captain.Great Guy. ALL8017 This has been a fantastic voyage.Thank you ALL8018 Very enjoyable cruise. Staff most helpful. Cabin Stewardess excellent. ALL

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8029 (continued from negative comment) ... Apart from this, the shows & Alison, the Cruise Director, were excellent. The staff have been very friendly and helpful. ALL

8807 Excellent cruise. Thank you to Captain & all his staff. ALL

9001Captain Sovdsnes is an outstanding ambassador for the company. His commitment to ensuring that passengers see as much as possible has been truly remarkable. The commitment of the crew, working long hours is also commendable.

ALL

9002 Perfect holiday, with 1st class leadership, look forward to seeing you all again. ALL9901 Excellent cruise-staff very friendly ALL3107 Yuli (Bar Staff) very good. Bar Manager4042 Service in Lido very good and friendly Bar Manager4061 Observatory Bar we used a lot excellent staff and music. Bar Manager5114 Service in the Observatory very good. Bar Manager

3035 Pipers Bar Gladdin, Lido Bar Judith and our waiter Danzil all gave excellent service. Our cabin stewardess Edmund was extremely helpful couldn't do enough for us Bar Manager / Maitre 'D / Housekeeper

3028 Captain very friendly Captain

3035 Booked 12 months ago online with cabin choice. No upgrade but was still upgraded -- however, cruise was excellent!! Captain is very good showing us his home land. Norway is wonderful. Captain

3043 Captain Olav Sovdnes: Superlative and route the leads and extra items on itinerary: Brilliant Captain3044 Our Captain made the trip special Captain3045 Captain brilliant, he takes a personal interest in his guest. Captain3047 Captain Olav was waonderful, a real asset to Fred Olsen. Captain3057 Congratulations to the Captain for making the cruise extra special and to all the staff onboard. Captain3058 Itinerary and Captain's added extras have been excellent,thoroughly enjoyed our trip. Thanks. Captain3061 Superb Captain. He is to be congratulated on his enthusiasm. Captain3067 Captains Communications and itinerary suprises --- brilliant. Captain3070 Captain-excellent with great enthusiam and motivation Captain3083 Change of itinerary most interesting and increased enjoyment of cruise. Captain3100 Captain made the trip Captain

3104 Also really enjoyed the Captain's extra effort to show us the spectacular scenery.Very impressed how hard he works to make over we got the most out of our trip Captain

3107 Captain very good work. Captain4006 The Captain made this cruise by explaining & pointing our things of interest. Captain

4007 We have enjoyed our cruise & found the staff and other passengers very friendly. The changes to the itinerary made by the Captain made the trip all more enjoyable. Captain

4008 Our Captain Olav Sovdsnes has helped to make this cruise more enjoyable with the extra information & explanations we have received on various events & sightings during the cruise. Captain

4016 The Captain made the experience magical. I would be happy to sail with F/O again. Captain4017 The Captain's alteration to the cruise werw most entertaining. Captain

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4021 A wonderful cruise & a brilliant Captain. Captain4026 Best trip we have been on. Captain made the experience. Captain4037 Best Captain so far really thought of his passengers. Made it fun with exciting twist. Captain4038 Excellent cruise with a wonderful Captain who put "The Icing on the Cake". Captain4044 Enthusiasm of the Captain gave the cruise an extra boost. Captain

4046 Capt. Sovdsnes has been excellent and we have thoroughly enjoyed all additions to scheduled itinerary. Wonderful experience for first time cruise, will definitely travel Fred Olsen again. Captain

4047 We would like to congratulate Captain Olav Sovdsnes for his wonderful efforts to ensure we got the best out of this spectacular cruise. Captain

4048 The Captain went too much trouble to give us the best spectacles and communicated well with us. He was often to be seen round the ship. Captain

4050 Captain knowledge and experience added greatly to the journey. Captain4051 Thank you Captain for a wonderful cruise.The Magdalenafjord was magnificent. Captain

4053 Captain's "revised" itinerary was superb and made the cruise exceed our expectations especially going to Magdalenafjord. Captain

4061 Overall we have thoroughly enjoyed the cruise and the Captain was excellent. Captain

4068 The Captain was excellent very proud of his homeland and delighted to show us his beautiful country. Captain

4069 Captain's choice of route and Management of cruise was excellent-it should welcome the norm for the Spitsbergen Cruise. Captain

4082 We sailed with Captain Sovdsnes twice last year on Boudicca, he is such a form of information and added extras. Captain

4094 The Captain did a fabulous job and is a true credit to Fred Olsen Captain

4103

I've taken over 20 cruises and this cruise was the best!! The Captain set the pattern of the crew, he did everything possible to add extra to the cruise.He took us inland and pointed out all the intersting places and changed itinerary to ensure we saw the best of his homeland.The weather was good but he also made sure we avoided weather that may have ruin the Fantastic Enjoyment.I was on Discovery in Antarctic Jan 08 Azamara Journey- Brazil/Carribean/Miami March/April 08

Captain

4104 Captain was brilliant and made our holiday by his excursions! and humour. Captain5008 The Captain was excellent and a joy to sail with. Enjoyed the whole cruise. Captain

5017 OLAV SOVDSNES - Captain on this trip has been very informative in all ways and has given us a superb cruise, brilliant!! Captain

5019This particular cruise was enhanced by the Captain's love of his country and altering the itinerary to show more places of interest. His talk as the intercom were informative and funny and we think it gave a feeling of a family atmosphere to all onboard -- passengers and crew alike.

Captain

5024 An excellent and interesting who is a first who would from the Bridge but the Captain who is a first rate ambassador for your company. We hope to sail with him again. Captain

5027 Captain certainly will always be remembered for all his work. Friendliness and knowlegde throughout the cruise. Captain

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5034 Thoroughly enjoyable, the Captain went out of his way to give us the best possible views of Fjords and a very comfortable cruise. Captain

5040 Captain did an excellent job & very informative. Captain

5043 Excellent cruise made extra special by Captain Olav Sovdsnes taking us along the best possible route. Captain

5048 Excellent Captain and interesting information given. Thoroughly enjoyable experience. Looking forward to future cruises. Captain

5056 Captain Sovdsnes, with his knowledge & enthusiasm really made this cruise special. Captain5059 A brilliant Captain Captain

5064 Very much enjoyed the experience in spitsbergen. Captain is excellent, very enthusiastic and informative. Captain

5067 Superb Captain - friendliness of all the crew and staff. We always look forward to a Fred Olsen Cruise and meeting those we've met on previous cruises - thus providing a sincere continuity. Captain

5074 A very enjoyable cruise helped by the Captain's friendliness! Captain

5076 Impressed with Captain Sovdsnes decision of routes taken up and down the coast of Norway enhanced the cruise. Captain

5077 Excellent Captain -- very approachable. Captain5101 Captain excellent. Captain5108 Captain was excellent. He made the cruise an enjoyable one. Captain5114 Captain Sovdsnes excellent Captain

7006 Captain Olav done us proud- took us to so many beautiful places.Scenery wonderful.We will be back again Captain

7015We felt ourselves to be very fortunate to be sailing with Captain Olav Sovdsnes. He clearly took great pleasure in showing his passengers some of the breathtaking and wonderful scenery of this magical country Norway.

Captain

7019 This Captain has made this trip outstanding. Transfer by tender was excellent. Captain7023 This Captain must be the best ever with his innovative cruise schedules. Captain

7024

An excellent Captain who loves his country and conveyed this to all the passengers in a friendly approachable manner, he suitably changed the itinerary to include the inside passage, troll fjord plus the excursion to Magdalenafjord, many many many thanks to Olav Sovdsnes, Captain of the Black Watch.

Captain

7039 Captain Sovdsnes gave us a very memorable cruise. Captain

8002 The Captain was a real plus. Loved his country. How beautiful it is. A first class cruise in every way. Thank you. Captain

8012 Very good Captain and an excellent cruise. Captain

8035 Captain Olav made the trip for us with his little "adventures". All in all very many more pluses than minuses. A wonderful first cruise, we are hooked. Captain

8039 The Captain made every effort to make the cruise 'special'. Already booked to go on Balmoral, having been on Boudicca, Braemar & Black Watch. Captain

8801 Thoroughly enjoyed everything on this cruise. Captain brilliant. Captain

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8802 Captain excellent. Captain9901 Captain exemptional! Will definitely continue to cruise with Fred Olsen Captain9903 Captain exeptionally good.Changes to itinerary made the Cruise extra speacial Captain

9904This has been by far the best cruise we have had. The Captain has given us much more than we expected above all. Black Watch is a happy ship. Weather has been super. We've already booked 2 cruises for 2009.

Captain

5102 A very Special Thank You to Captain Sovdsnes and Cruise Director Alison Bellamy for their enthusiam to inform and make this a most interesting and outstanding cruise. Captain / Cruise Director

5028Lost sleep one night due to excessive noise unidentifiable reported in morning, within 10 mins engineer arrived to check. We do not know what problem was but it was fixed. Extremely quickly. Excellent service, well done.

Chief Engineer

8024 Man who maintained the swimming pool-job well done. Chief Officer

3028 Dance Instructors were very patient and helpful. Ali (Cruise Director) always smiley and enthusiastic. Cruise Director

3044 Cruise Director fantastic Cruise Director3045 Port lecturer was very helpful, both in lectures and out and about. Cruise Director3050 Guest lecturers were very well informed and interesting. Cruise Director3056 Particularly impressed by Alison Bellamy, the Cruise Director and her infectious personality. Cruise Director3058 Barnaby is in class really enjoyed his shows. Cruise Director3067 Enjoyed Pete Raine's lectures. Cruise Director3075 Line dancing great not enough of it. Cruise Director3100 Peter Paine excellent speaker Cruise Director

3107 Alex Organizer of Entertainment very good. Gerry & Louis resident duo very good. Ali (Cruise Director) very good. Cruise Director

4036 Entertainment team - 1st class. Cruise Director4044 Craft classes very interesting and well run. Enjoyed bridge. Cruise Director4050 Cruise Director the best we have met with any company. Cruise Director4051 Alison is a gem Cruise Director4054 Computer pictures in lectures are fine. Cruise Director

4079 Will it be possible to include both whist and water colour painting classes (for beginners) on future cruises? Cruise Director

4082 We were very pleased to have Sam & Louise Piha on board. They are so very talented & lovely people. Cruise Director

4105 Pete Raine was first class-interesting ,stimulating and informative Cruise Director5022 Much enjoyed - particularly impressed by Cruise Director. Cruise Director5049 Whilst cruise and Staff facilities were excellent. Cruise Director5054 Cruise Director Alison Bellamy wonderful! Ships company - excellent shows for such ascenic cruise. Cruise Director

5069 Special mention to the very high quality of the true musicians in the Lido Lounge, namely John Collins & Gerry & Louise highlight of our evening entertainment.We will be back again and again. Cruise Director

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5076 Ali Bellamy was excellent. Barnaby very good choice of comedian, excellent material Cruise Director

5085As dancing features highly on my Holiday I was very pleased that there were so many hosts & teachers.I would like them to be dancing in another lounge when shows on the other are on in the main Lounge.

Cruise Director

7002 The entertainment was has been brilliant and the Cruise Director Alison is fantastic the best Cruise Director ever. The crew show was brilliant. What a fantastic bunch they are. Cruise Director

7016 Entertainment staff -- Joyful excellent as ever. Cruise Director7023 Guest artist Jane Beaumont, Aviva & Barney were excellent. Cruise Director7023 The staff concert on Monday evening was wonderful, a joyous occasion. Cruise Director7023 Well done also to Ali Bellamy for a superbjob! Cruise Director

7033 Hilda & Philip Coy excellent, their classes enjoyable some of the best & Jean craddock have been attended. Cruise Director

8017 The entertainment in the evening is Superb.They all work so hard and look as if they enjoy every moment. Cruise Director

9003The two ladies (Margaret and Gillian) did very well in running the Bridge but it was a shame it clashed with so many lectures in the afternoon. They did their very best and were very pleasant and friendly.

Cruise Director

9914 Black Watch show company excellent! Cruise Director

8022 Cruise Director, Waiter Jonathan, and the shows were excellent. Standard. We have been on 3 Fred Olsen Cruises and 7 others and the Cruise Director is by far the best. Cruise Director / Maitre 'D

3107 Tours Staff very helpful. Excursion Manager4082 Being a Vegan I am always well looked after by the Galley Staff Executive Chef5059 Very grateful for the way the dietary problem like onion sensibility was dealt with. Executive Chef / Maitre 'D

4031 We were very contented with the International Coordinator Annick G.L. Claeys. Everyday friendly and helpful. Hotel Manager

3037 Making tea in our cabin is a great idea -- much appreciated. Housekeeper3045 Guest lecturer (Pete Raine) excellent and approachable. Housekeeper3104 Also a thank you to our seet hardworking cabin maid Rosaly. Housekeeper3107 Edmund(Cabin Steward) very good. Housekeeper

4079 We would like especially to praise our stewardess (Jessa/4079) who has looked after us & been a really good friend for our stay on the Black Watch. Housekeeper

4099 Many thanks to Jessa (Cabin Stewardess) who performed her duties exceptionally well and also a happy disposition. Housekeeper

4114 Cabin Stewardess excellent. Housekeeper5097 Very nice cabin stewardess. Very helpful. Housekeeper5101 Tea making in cabin good facility Housekeeper7006 Our cabin maid Weng was outstanding Housekeeper8802 Nesty our cabin stewardess was excellent. Housekeeper9901 Room Service - always delivered promptly and with a smile Housekeeper

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9903 Cabin Steawardess-Sonali was excellent,surely candidate for employee of the month.she was really more than excellent.the best we have had Housekeeper

9911 We have been very well looked after by our Cabin Stewardess, Sonali. Sonali made us feel very welcome & nothing was too much trouble. She works very hard & is always smiling & very attentive. Housekeeper

9912 Cabin Stewardess Sonali gave very good service. Housekeeper9915 Staff very friendly and smiling especially Sonali, our cabin stewardess. Housekeeper

4105 We would like particularly to commend-Jessa (cabin lady) Montri & Supong (Restaurant) Jessie (Beauty Salon) Housekeeper/Maitre 'D / Salon Manager

5076 Response to IT (Internet) issues worth 75º longitude was excellent particularly as it was 10pm IT Officer8008 The IT Manager was very helpful-downloaded data for me but this inconvenient for both of us. IT Officer3107 Garden Café Staff very good. Preder informality of Garden Café. Maitre 'D4042 Service in Garden Café excellent.Indian night particularly good Maitre 'D

4099 Out dining room waiters were very pleasant and obliging and both Keith & Elmer were a delight to know. Maitre 'D

4100 Waiter service excellent. Maitre 'D5008 Our waiter (Wallop) worked very hard and was a credit to the company. Maitre 'D5076 Impressed with generous staffing levels in Restaurants. Maitre 'D5077 Narry & Danzil lovely people who gave 110%. Maitre 'D9911 Our waiters were Somkhuan and Dante and again provided an excellent service. Maitre 'D3033 Photographer- video very good showing our cruise passangers. Photographer3107 Reception very helpful. Reception Manager9903 Waiter Danzil & his assistant also superb with very good sense of humor & most attentive. Restaurant

4032 We chose this particular cruise because it was visiting places we wished to see, and it fulfilled all our expectations. Ship's Management

4053 Layout of cabins make a small space seem much bigger. The amount of wardrobe space is excellent. Ship's Management

5036 Fantastic cruise. Ship's Management5079 Absolutely wonderful. Looking forward to many more. Ship's Management

8015We like the size of this ship. Please do not stretch it as you will totally change the atmosphere and age group. I sailed on Balmoral in March and there is a lot of walking from one end of the ship to the other, just for entertainment and restaurant.

Ship's Management / Shoreside Office

3043 Visit to Viking Ships Superlative. Shoreside Office3050 The Viking Ships and the trips on item was excellent. Shoreside Office

3054

We booked the cruise through Titan because of their transport to the port. We normally cruise with Cunard and apprehensive to try smaller ship, but cruise was far exceeded our expectations. Will certainly book againeith your ships. Following our booking six other persons joined us-cabins 4060 3040 and 3042.

Shoreside Office

4056 We were happily surprised by the onboard prices of drinks and shops very reasonable.thanks for a beautiful trip Shoreside Office

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4043 This is my 42nd cruise.4100 Quality of sightseeing enhanced by Skipper.

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FRED OLSEN CRUISE LINES

BW 857 Negative Questionnaire Analysis June 24 - July 8, 2008

Cabin Number Comment Responsible Person Action/ Follow up

3064 Internet provision cost and inadequate IT help at listed times. Accounts Manager

Cost is set by Head Office. Internet assistance provided only 1hr on days at sea by one of the Croupier but if they come to desk, Reception always make them an appointment with IT Officer.

4049 Supply tea & coffee in lounge!! Bar Manager

4062I have to comment on the use of the handwash again but some people still do not use it if not prompted by a member of staff,particularly for morning snacks and afternoon tea.

Bar Manager

7006 Pipers Bar person Yuli was awful.Loud & inefficient,wrong orders.Can we please have Judith or Lovely back! Bar Manager

7016 Observatory staff not as good as they used to be. Bar Manager

9905 Service in some bars has been slow at certain times during the day and evening. Bar Manager

9912 Dissapointed not to go past 80ºN. Captain

3098

Was rather disappointed with my cabin while accomodation was reasonable. I was also very troubled with engine noise and vibration, also strong and nausiating smells of Engine Oil, while in corridor outside te cabin.There was a permanent smell of sewage.Travelling alone is always a problem and you all too frequently pay more to get less. These days when so many people travel alone this is a problem which should be addressed.

Chief Engineer

4019Aircon needs setting a standard-can be done. In Braemar mostly very cold but was incresed for the North then cold again. Can be set to maintain 75˚F say for example.

Chief Engineer

4040 Air conditioning too dry, needs a little humidity. Chief Engineer

4104 Cabin disappointing as vibrations from engines rocked the beds (reported) so a lot of interrupted sleep. Chief Engineer

5027Major problem coping with air conditioning-it is too noisy you can't sleep at night and after 2 weeks there are so many passangers like us complaining of sore throats,dry mouths and coughs.

Chief Engineer

5030 This cabin has a knocking sound (only during nightime) similar to two pieces of copper pipe being knocked together. Chief Engineer

5031Quite a few times our cabin smelt quite strongly of cigarette smoke (it came from ceiling aircon unit) We think someone was smoking near an air-in-take.Can anything be done to stop this?

Chief Engineer

Captain Olav Søvdsnes Ch Officer Morten Gunnar Urheim

Ch Engineer Dan Rossoy Hotel Mgr. Clive Ramshaw

Cruise Director Alison Bellamy

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5040 Ship was generally too hot. Chief Engineer

5059 Shower unreliable-inspite of attention by the plumber, water temperature varies in both directions without controls being touched. Chief Engineer

5080 Shower is not thermostably controlled so swings from cold to hot which could scald. We hope you will give these issues your attention. Chief Engineer

7004 Braemar room not enough warm heating, often very cold. Chief Engineer7025 Air conditioning fairly noisy. Chief Engineer7027 The aircondition noisy. Chief Engineer8020 Too much rattle and vibration to cabin. Chief Engineer

8029We were very disappointed with the noise in cabin 5115 as we were unable to sleep for 3 nights and had to have to 8029 which was smaller but quiter. We shall take this further with ROL, our travel agents.

Chief Engineer

9007 Faulty shower tank control in cabin. Chief Engineer

9912 Loud whistling wind under cabin door (faulty draught excluder) was reported and not fixed-very noisy all voyage. Chief Engineer

9914 Creaks and rattles in the cabin. Chief Engineer3043 Dirty windows. Chief Officer

3063 Windows in Braemar Lounge & Glentanare Restaurant could be kept cleaner for viewing. Chief Officer

3100 Maintenance was intrusive especially in relaxing sorroundness Chief Officer

4025Continuous maintenance inhibited the full enjoyment of the deck facilities with area condoned off, the smell of paint and varnish obnoxious and the noise spoiled the special tranquility.

Chief Officer

4047 As this cruise is predominantly scenery and watching wild life, we felt that the cleanliness of the viewing windows was poor. Chief Officer

4060 Paintwork Maintenance: a) spoiled concerts with constant tapping b) restricted walking round deck on numerous occasions. Chief Officer

4066 Unpleasant smell of paint around the ship from time to time although always pleasant maintenance staff too much in evidence. Chief Officer

4090(continuation from + comment ...) One draw back --- too much painting and renovation was carried out on the cruise to the incovenience of the passengers.

Chief Officer

4094There was a lot of maintenance going on which resulted in parts of the ship being closed off. I have cruised with Fred Olsen several times but have never known it's this bad.

Chief Officer

4107 It has been impossible to even walk on deck. Chief Officer

5047Cabin windows would benefit from cleaning and surround painted.Dining Room & Lounge windows were cleaned when possible but lack of vision on this scenic cruise was an issue at times.

Chief Officer

5054 (...and) Braemar Room windows were so dirty! Finally cleaned when we got back to North Sea! Chief Officer

5101 Outside window needs cleaning Chief Officer

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5110 I'm sorry to say your windows should be cleaned more often - the only time your standards have fallen too low. Chief Officer

7019Security checks can be daunting - very impersonal. Find it difficult to balance walking stick, having cruise card to hand + using handwash (which I value) difficult.

Chief Officer

7030 Wonderful cruise however it was a great shame that the windows to all Lounges were dirty with continous beauty around us. Chief Officer

8009 Balcony area needs repainting. Chief Officer

8031 Drainage outside balcony needs improving, water / dirt standing too often too long. Chief Officer

8039 Disturbed by the noise of rust removal and the number of 'NO-GO' areas -- bridge deck aft. Chief Officer

8802 A lot of work going on cruise ship - painting etc very noisy at times outside cabin - just been advised of work. Chief Officer

8804

We were concerned regarding the closure of areas because of painting work being carried out, this restricted our usage of the boat and continuous knocking is unsettling.The closing off of areas of the Promenade curtailed our ability to walk around the boat for exercise other than first thing in the morning or late at night (neither which suited our needs)

Chief Officer

9901 Wonderful scenery but unable to take advantage of this when dining as windows very dirty-cleaned two days before completion of cruise. Chief Officer

3050 Television audio in the cabin- the reception was frequently interrupted sadly we're trying to watch tennis. Communications Officer

5076 Shut Internet Room worth of 75º longitude connection intermittent even when green. Communications Officer

3028 Clashes of activities in afternoon were frustrating when the mornings are empty. Cruise Director

3050 Only comments made are the Band though very good the sound was too loud sometimes blaring. Cruise Director

3058 Entertainment: for our age group entertainment in Neptune Lounge is very poor as so "old hat" needs modernizing bringing up to date Cruise Director

3064 Too much 'people' on DVD ( ___ visible I haven't seen finished item). Cruise Director

3075 Ballroom dancing pleasant, knowledgeable instructors who unfortunately weren't natural teachers and didn't make it clear enough for beginners. Cruise Director

3075 The entertainment was well rehearsed and delivered although we would have preferred more modern songs. Cruise Director

3076 Neptune Lounge - very difficult to see unless you are a) in front row or b) very tall. Some act extremely loud! Cruise Director

3086 Sea TV displays COG & SOG from GPS; could it also give lat along position on display? Cruise Director

3100 Bid for cruise on charity Auction. Cruise Director3104 A bit disappointed re projector was too dark in the Marina Theatre. Cruise Director3107 Request Sunday Services Interdenominational as on Boudicca. Cruise Director

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3109 Band sometimes too loud. Cruise Director

4006I thought the Cruise Director was rather loud and shouting at times, which rather lowered the tone but she could announce items in a correct & proper voice.

Cruise Director

4019 Sound Engr needs to control band sound- overrides artists-Drummer definitely. Cruise Director

4019 Artists' good - but not for dancing too, in fact pretty high impossible -- everyone's complaint. Cruise Director

4023 ... I think the "mystery element" injected by the Captain should be exploited further -- (manna to the entertainers!) Cruise Director

4028 Port talks given too far ahead of actual visits. Cruise Director

4051 Why put the most popular speaker on at 10am. Not everyone is interested in the Aviva signing or the Archers. Cruise Director

4054 I find the films shown in the cinema are gloomy and dark. I wonder if the projection equiptment is strong enough. Cruise Director

4066 Dissapointing that no church service held during the cruise Cruise Director4082 I find the volume in Neptune Lounge to be too loud wherever we sit. Cruise Director

4088 Excellent. We just loved the cruise but thought audio was too loud in the showroom. Cruise Director

4101 Some reference books on the country being visited (i.e) Norway - available in the library- would be very nice indeed. Cruise Director

4105 Port Talks were very uninspiring and quite poorly presented. Cruise Director5012 Music too loud sometimes, very often could not hear the entertainers. Cruise Director5025 Cabaret too noisy. Cruise Director5026 Cabaret too noisy. Cruise Director5031 Subtittles on films very annoying.Marina Theatre sound too loud Cruise Director5032 Cruise Director rarely seen about ship. Cruise Director5037 Library could do with an overhaul; at present far too few non-fiction volumes. Cruise Director5038 Port talks need attention. Cruise Director

5047

Port Lecturer could give more facts about the Ports of Call and information for independent visits especially opening times of Tourist Information Centres, Museums etc. and what is feasible as well as the ship's tours advertising

Cruise Director

5049 Disco starts too late Cruise Director

5072

The entertainment in the Lido Bar was noticeably poor with no consideration given for the young at heart who also enjoy livelier music and with the disco not commencing until 0100h. This was found to be too late and unacceptable. Preference appeared to be given to the older style of music which can be enjoyed in the remaining lounges.

Cruise Director

5076 Neptune Lounge visibility poor fit repeated screens half way back from ceiling and use camera as crew show. Cruise Director

�4

5089

I expect a cruise ship to have guest lecturers anyway.There was only one in the basic cruise so I appreciated the two we had on Civilizations, however their timings clashed with the guest lecturer-Pete Raine which caused a problem and distracted from the programme.

Cruise Director

5089I would have wished for alternative entertainment to the evening show.A classical recital would have been nice rather than sitting around. The show group were good but the remainder I did not enjoy.

Cruise Director

5114 Aviva good but soloist and band backking sound over amplified. Cruise Director

7016 Why not T-shirts for prize points? Why not have just Fred Olsen vouchers so they can be saved up & used in any ship? Cruise Director

7021 Would like to have had more variety in the cabaret & as usual music was too loud most of the time. Cruise Director

7023 The entertainment by the Black Watch Show Company left a lot to be desired.There are better vocalists on the Housekeeping staff Cruise Director

7025 Disappointed in cinema - no sound track. On english speaking film - no newspaper available. Cruise Director

7035 Staff still excellent. However, the fashion show was a disgrace point blank hard sell. Why do you have to resort to this!!! Cruise Director

8008The music in the Lido Lounge was just not suitable for disco type dancing-good musicians but wrong selection of music.The Last Waltz was played at 1140pm!!!

Cruise Director

8016

As usual all the staff, both ashore and afloat are very helpful and courteous at all time. On this cruise I thought the Ship's Show Company was the best ever.The comedian Barnaby was excellent but I cannot say the same for the guest singer. I also really enjoyed Aviva's performance.

Cruise Director

8021 Music: our two accomplised musicians - Aviva - were "drowned" by the band -- such a shame. Cruise Director

9914 No Sunday church service. Cruise Director

8804

Because we were on the first Sitting for dinner we were unable to participate in the events which commenced at 8:00pm and were unable to enjoy these activities nor be included as these were always dominated by 2nd Sitting guests.

Cruise Director / Maitre 'D

3099

The only complaint I have was that Shore Tours booked via shore Tours (Ipswich) were not as is the usual, not in my cabin.This caused me some disquiet. Two were given to me by other passangers.I have no doubt that Barbara & Sandra will well remember this.

Excursion Manager

4052

Have already cruised on Black Prince on many occasions with Page and Moy.. Sadly I had to miss two tours due to illness.The first day I was confined to my cabin and the next day I was not fit to go on the nine hours excursion I was still weak and afraid that I might vomit.I am hoping for a refund.Have been told I would get it for the first day,maybe not the second day, however the second day I went ashore for a couple of hours and then slept all afternoon.Nurse had given me a form stating that I had to miss the tours.This was handed in to Reception on 7/07.

Excursion Manager

�5

7014

Excursions needed more organization when pax returning to coaches,suggest stubs turn off at departure points to ensure people on correct coaches (maybe write coach numbers on ticket rather than color code-or put color code in coach window.

Excursion Manager

8012 Better organization for the departure of tours. Excursion Manager

3061 Standard and quality of food has definitely gone down, we will however be returning to Black Watch and hope things improve. Executive Chef

3067 Texas Beef and Gammon Steak tough - very disappointing. Executive Chef3100 Food was inconsistent some excellent meals especially. Executive Chef

4042 Garden Café lack of variety with some dinner dishes. Asian night clashes with Norwegian food at dinner. Executive Chef

4049 (continuation) ... and cool this flipping oven down a bit. Executive Chef

4107 As a diabetic it would be nice to have a more interesting choice of deserts and afternoon tea cakes. Executive Chef

5029 (continuation) ...Food however, was somewhat disappointing especially in evening. Executive Chef

5031 Food generally good but too much salt (particularly in sauces and soups) Executive Chef

5061 Dinner rated "poor" because pork or gammon appeared every night. What does Chef have againsts Jews and/ Muslims? Executive Chef

5064 As usual, the beef (dinner) was poor. Executive Chef5108 Choice of food was not as good as in previous cruises on Black Watch. Executive Chef7026 Food has been better on previous cruises. Executive Chef7030 Too much pork on the menu Executive Chef

7039 The standard & quality of some evening were only fair, meat particularly pork and gammon were sub standard Executive Chef

8003 Please tell chef --- bread & butter pudding bore, no resemblance to British bread & butter pudding!!!! Executive Chef

8020 Overall very good, excellent food though less salt would be welcome as most elderly people have raised blood pressure. Executive Chef

9902 Evening meal especially the main courses have been poor e.g. Lobster Thermedois, gammon, beef far below expected standard. Executive Chef

3070

Disabled Access, Cocktail Parties-poor. On the other cruise lines staff have always ensured that disabled passengers are allowed promptly. I do not blame crew for other passengers lack of consideration but it would have helped greatly if staff were served to give priority when queues form.

Hotel Manager

3075 Sales Pressure- We didn't appreciate the sublte (+unsubtle) attempts to get us to buy things (especially the hair salon). Hotel Manager

3075 Everything was well organized even if it did feel like a Pensioners' Outing. At times. Hotel Manager

�6

4024

On 6/7 I fell heavily face downwards on the concrete floor in the Fjord Horses Stables. John(Dance Host) recommended a visit to the Medical Ctr.The nurse examined my bruise and swollen forehead. Applied an ice pack for 10 mins and suggested a call to Reception if any complications ensued. I strongly object to the charge of £30 for this brief visit and would like a refund.

Hotel Manager

4063 Having a hip problem I found the bed very uncomfortable.Braemar beds are better. Hotel Manager

4100 Initial welcome not as comfortable as usual. Hotel Manager

4124 Lengthy queue lines for so many things would disappear with a little basic organization as on other ships. Hotel Manager

5004The laundrette for public use should be supervised,which would bring about a more efficient service to prevent people putting items in machines and leaving them for several hours causing long hold ups.

Hotel Manager

5011 Would not reoccupy same suite because of very early morning banging from kitchen above. Hotel Manager

5015

Cabin is very noisy. It would appear that the Bar Store and Galley/Kitchen are directly above .On a number of occasions it has not been possible to sleep properly due to the movement of metal casks and the operation of of industrial type machines. The general standard of the cabin has therefore been rated as Fair. In consequence, the rating is respect of value for money has been given a poor rating due to the high cost of very noisy accomodation.

Hotel Manager

5049Our cabin needs updating. No safe in the wardrobe,broken drawer in the wardrobe mirror in wardrobe held on by a tape.Lockable drawer in dresser table broken.Bath needs replacing.

Hotel Manager

5072 Certain number of staff although pleasant appeared undertrained. Hotel Manager

5098Have travelled on Fred Olsen ships at least 3 times a year on Fred Olsen Line for about the last 5 years and have never been up-graded and now feel rather offended as 1st times seem to get it ?

Hotel Manager

7007 We were disappointed in the decoration of our Junior Suite cabin 7007. Perhaps it could be "brightened up" a little. Hotel Manager

7020 Embarkation: case of luggage very poor -- case damaged. Hotel Manager

7026 Drinking room space seems to have shrunk over the years, very difficult to move around or even move your chair when necessary Hotel Manager

8001 Would suggest that another picture be hung on the wall over the bed as it looks a bit bare. A Chair with a higher back would be more comfortable. Hotel Manager

8027 A bed would be good rather than a lethal iron-framed cot with no headboard and the light at the foot of the bed. Hotel Manager

3043 Cabin Stewardess: Poor English Housekeeper4019 Are we supposed/entitled to shower cap pack? None supplied Housekeeper

4054 We thought our cabin girl was over stretched in her job looking after 18 cabins. Our cups were only washed once a day. Housekeeper

4086 Little contact with cabin stewardess. Housekeeper4132 Cabins shower needs refit. Housekeeper

�7

5054 It was a shame cabin... Housekeeper

5070Very dissapointed with cabin service. This is the first cruise when we have had to wait until the afternoon to have our cabin serviced. We find this unacceptable.

Housekeeper

5101 Mattresses worn out need replacing Housekeeper7025 Twin beds booked - single beds were made up as double. Housekeeper7033 Unfortunately the odour of smoke in the cabin could not be eradicated. Housekeeper

7035 Some items are slowly being removed e.g. toiletries, bar snacks e.g. Peanuts (you have to ask). Housekeeper

8027 Cabin stewardess very good, but carpets need help - shampoo. Housekeeper

3035Restaurant table 12 very cramped for space. This is our 6th time onboard and never been in this corner before!! All other areas appear to have much more room!! Comments are minor and made for information not complaint.

Maitre 'D

3056 Please do not waste midnight buffet food!!! Maitre 'D3062 On open sitting, service was not as good as usual table. Maitre 'D3063 Better & hotter coffee in restaurants. Maitre 'D

4095 The dining room is too squashed. If you are sitting in the middle of a table for 6, it is extremely difficult to get out. Maitre 'D

4111It was a pity that we have been sent to the Garden cafe on Formal evenings where we had a menu and service of less quality. (J.J was very good) Maitre 'D

4114 What happened to the fried bread? Coffee served before I had started my sweet! Maitre 'D

4117

Because me and my travelling partner did not have the appropriate formal clothes with us, we were not allowed to eat in the main dining room on formal evenings. We had to eat in de garden cafe where we had a menu of less quality. Why is it not possible to order from the normal menu in the Garden Cafe?

Maitre 'D

4129 Non-service of coffee at lunch in the dining room is disgraceful. Dinner in the restaurant was like conveyor belt rather than a dining experience. Maitre 'D

5039 I feel the display of food on the 7th July should have been in the day time (another day) as at 11:15pm, many people were in bed. Maitre 'D

5056 We felt the evening meal was somewhat rushed. One of the pleasures of a holiday / cruise is a relaxing evening meal. Maitre 'D

7016 Personal waiters excellent, Captain waiters & wine waiters not as good as they used to be. Maitre 'D

7022 On open lunch days, some waiters were reluctant to serve us and asked us to go to our allocated waiter. Maitre 'D

7029 Too near eating places. Maitre 'D8009 Dining Area too crowded. Maitre 'D

8035 Not too keen on UHT milk. Breakfast tea leaves a little to be desired, but that is being very picky. Maitre 'D

9007 More waiters needed at dinner time. Maitre 'D�8

9902 Some of the fine points of restaurant dinning were not there. Maitre 'D

3045 Arrangements for dinner were not well. Amount of food is a bit excessive like too many meals. Maitre 'D

3100 Dining room tables too close together. Maitre 'D

4063 Service of dinner was not up to standard-sometimes coffee was offered before the sweet course arrived. Maitre 'D

4094 I found the dining arrangements very restrictive and there was a bit of jobs worth about it. Maitre 'D

4124 Tables in Restaurant much too close together. Maitre 'D

4131 Tables in certain areas of the Dining Room were a little close together causing problems when using buffet. Maitre 'D

5009 Dining room tables were too close together, resulting in diners having to keep pushing their seats in to allow the waiters to get through. Maitre 'D

5101 Coffee and tea unpleasant out of run flasks Maitre 'D

9908

We do not like having coffee at the table after dinner, it makes us feel ruled. On the other cruises we have always gone as a table group to a lounge and had a leisurely chats, plus liquers to drink. We have not had any liquers this time.Therefore you are losing money!!! All our table companions feel the same.

Maitre 'D

3047 Ship's photographer needs lessons in customers' care or should go back to selling second hand cars. Photographer

3053 Photo's good, sales shop opening times poor. Photographer

4056 Filming DVD wonderful,pictures ok, but prints poor quality though quite high prices Photographer

7020 Photographer - far too expensive -- sould sell more if cheaper! Photographer3075 The Gym was well equipped but too warm.The weights need to be labelled. Salon Manager

5031 Pilates class was charged for - but ran when passengers were on Shore Tours (P.S. can I have part refund?) Salon Manager

3035 The washing machines & tumble dryers in the laundrette are useless. Ship's Management

3040 We feel that smoking needs reducing as it permeates throughout the ship. Need to ventilate more. Ship's Management

3042 Smoking areas should be away from other lounges - separate room for smokers only. Ship's Management

3043 Unreliability of lift. Ship's Management

3044 Would have preferred a No Smoking policy in Observatory & Lido Deck where it was so nice to sit & admire view at night with a drink Ship's Management

3051Would like access to the use of DVDs / DVD player in cabin. Security safety deposit box in cabin; offer of reduced price upgrade when onboard. This would provide you better cabins.

Ship's Management

3057 Smoking spoiled the observation room atmosphere. Ship's Management3058 Laundry service: with machines good.Driers not effective. Ship's Management3058 Seating around ship most uncomfortable compaired with Boudicca. Ship's Management

�9

3072Luckily there was Annick Claeys, de international Co-Ordinator. She was very good (very very good). It is a pity that no one else from the crew speaks English or French. De signs also should have to be multilingual.

Ship's Management

3086Dryers in laundry - no circulating air makes them very inefficient. Washing machines should be at 30º and not 40º, some clothing could not be washed at 40ºC.

Ship's Management

3102Smoking in the UK it is no longer permitted to smoke inside public spaces.Smoking in Pipers Bar pollutes parts of Neptune Lounge/the staircase area/the Braemar Room enroute to Glentanar Restuant.

Ship's Management

4027 The Pipers Bar and Observatory Lounge would be more pleasant if they were made fully non-smoking areas. Ship's Management

4035 There are too many smoking areas. The Obervatory Lounge should be Non-Smoking (all). Ship's Management

4040Less smoking areas please, there should be no smoking in the Observatory and the smoke from the Pipers Bar filters into the theatre. Smokers should have an enclosed area and we should not be exposed to passive smoking.

Ship's Management

4056A more precise picture of the actual position would be fine (especially on this cruise),maybe some cameras for port/starboard site instead of only forward picture.

Ship's Management

4058 Too much smoke from Pipers lounge drifts into non-smoking areas. Ship's Management

4059 It would be heplful if seating near Marquee Bar was available for those wanting a meal rather than for sunbathing. Ship's Management

4059 The smoke from the Pipers Bar drifts out towards the Braemar Room and is unpleasant for those with chest / breathing problems. Ship's Management

4061 Inadequate driers in Laundrette. Ship's Management4063 Parts of ship too smoky to us especially Observatory Lounge. Ship's Management

4068

The cruise would have been even more enjoyable if the whole of the interior was non smoking as this restricted our activities or made it very uncomfortable, such as in the area outside the Pipers Bar and at the top of the Braemar Lounge.The ventilation needs to be improved the Neptune Lounge as it was very stully.

Ship's Management

4095 Please make the ship completely NON-SMOKING or at least make a sealed room available to smokers. Ship's Management

4098 Being non-smokers, we found that deck for smokers lounge and unpleasant experience when entering & leaving the restaurants. Ship's Management

4107I think the amount of Smoking Areas has increased in Observatory. It is very unpleasant if you do not smoke as smoke travels everywhere and unless this improves I will have to reconsider future cruises.

Ship's Management

4114 Cannot reach light switches whilst in bed. Ship's Management

4120 The tumble dryers in the laundrette are USELESS! (But clothes dry quite quickly in cabin). Ship's Management

4129 Deck furniture very poor. Ship's Management

�10

4131The discremination ruling the Pipers may be smoked on deck slightly marred the cruise. There should be a room available for this purpose during cold or wet weather. May influence future bookings

Ship's Management

5004 All cabins should be No Smoking nor the general bars.There should be an enclosed area for smokers and the room should have a large extractor fan. Ship's Management

5017 Smoke from cigarettes drifty from smoking area to Braemar room & sometimes in cabin from air vents. Ship's Management

5032 Ship maintenance excessive. Ship's Management

5049Smoking rule onboard:should not discriminate between different tobaccos in smoking area ie. Cigarettes, cigar and pipes should all be allowed or none of them at all.

Ship's Management

5050 Smoking should be in confined areas only, mixed facilities do not work i.e. Observatory, Lido Lounges. Ship's Management

5069 Smoking in Pipers permeates the air in the Neptune Lounge. Ship's Management

5080Ship smells of cigarette smoke because all bars allow smoking & Pipers Bar doors are always wide open to public areas- this imposes smoking on all of us.

Ship's Management

5093 I think there should be an emergency pull cord in all single cabins if some falls in shower (reachable if on floor). Ship's Management

5109 The beds are too low for elderly people. Ship's Management

7002 The Neptune Lounge needs redesigning as it is so cramped. There needs to be more rows replacing the chairs. Ship's Management

7029 Don't agree with smoking just as you are going into restaurant. Should be banned in ship. Ship's Management

7030The smoke from the Pipers Bar was permeating the Braemar and Neptune Lounges and up the stairs.Surely this room could be clocked off or another for smokers only.

Ship's Management

8014

Accepting requirement of regular maintenance, paint chipping, grinding + odour was too much at times for passenger comfort. Taking Black Watch out of service for a few days would have been a better option for these operations!!

Ship's Management

8019 This ship would gain more than it would lose if it was completely non-smoking. Ship's Management

8020 Smoking area should be well away from having people having to pass by and inhale smoke (passive smoking). Ship's Management

8024 Did not like the smoke coming into Neptune Lounge on the landing from the Pipers Bar. Ship's Management

8101

General standards of a once excellent ship are falling, food choices more limited. Windows not cleaned (public rooms and cabin): in cabin-TV not working: 'dead' bulbs not changed: limited or no hot water trom taps: torn sheets: no hair drier, pillows smelled badly of sun / hair oil / body odour: settee not vacumed for months: ship in general is beginning to look old and tired. Also - air conditioning faulty. But a great cruise staff show! Best ever.

Ship's Management

�11

8807 It would be nice if smoking was confined to an area where the smell does not travel to any other part of the ship. Ship's Management

9005 Smoking - I was shocked that people are allowed to smoke in so many areas the Pipers Bar permeated the lobby area Ship's Management

9903Once again we ask you to consider your Smoking Policy where permitted, the smell still circulates to other areas and is most objectionable. Please consider the majority of your guests' feelings in this matter

Ship's Management

9912 Ongoing noisy work interfered with Harp Recitals and also during relaxation periods. Ship's Management

4017 The ship is well maintained ,but is showing signs of its age which cannot be disguised with paint.

Ship's Management / Shoreside Office

4049 Cold Water is a necessity of life, why do you charge for it?? Ship's Management / Shoreside Office

4058 Perhaps the ship(s) could carry a few cycles for hire for where the respective ports topography lends itself to cycling.

Ship's Management / Shoreside Office

8003 I look forward to my return to the Black Watch & I hope she will never be "stretched".

Ship's Management / Shoreside Office

8802 Ship looks old in places, needs refurbishment. Ship's Management / Shoreside Office

3045 Could not buy right batteries for my camera (AA) in shop. Shop Manager3064 No price tags on items in shop. Shop Manager5025 Women's fashion in shop -- dreadful. Shop Manager5026 Disappointed with shop. Fashion rubbish. Shop Manager5049 Sherry and Campari not available in Duty Free Shop now. Shop Manager7037 Very dissapointing shop-particularly quality of clothing. Shop Manager

8017

I think the onboard shop are very poor-dreary!! Just because we are an older group we don't want to buy frumpy clothes and jewellery on the whole cheap looking. Change your buyers, and your "specials days" are appauling.Your Norwegian especially.I expected good quality items to tempt us instead rubbish and most of the items looked tired and left overs.

Shop Manager

9905 You ran out of Mini Daim bars in the shop. Shop Manager

9912 A number of goods in the Duty Free Shop can be bought much cheaper over the counter in England. Shop Manager

3030 Email / internet criticized as it was both slow and expensive. Shoreside Office

3030 All other tours were excellent but Horstad Highlights was oushed and slightly disorganised. Shoreside Office

3033 Tour guides could be less verbal, keeping only to facts and allowing a little quiet time-not insently for talking and talking sake. Shoreside Office

3033Birkstale Glacier- think about a packed lunch or buffet giving more time at Glacier or extend by 2 hours also longer at waterfall on Hangerfjord trip, additional time even 15 minutes would do to view.

Shoreside Office

3043 Brochures: Would like an index to include all Ports of Call and it would be helpful if each ship's itinerary was in a separate section and in date order. Shoreside Office

�12

3043 Tour A Nordfjordeid-visit to Fjord Horses very disappointing. Shoreside Office

3050 The trip to the Viking Horses guide could not be heard until we were eventually moved to another room and the display area. Shoreside Office

3064 I think your Marketing Phycology could be improved - if there are empty outside cabins, don't charge exhorbitant extra. Shoreside Office

3075 We thought that tours were over-priced.Suggest leaving out Harstad on future tours Shoreside Office

3075 We appreciated the Town Maps,although they were sometimes missing important detail (e.g. conveniences, road names) Shoreside Office

3083 Arctic City Tour could have been better if more time had been spent at Horlicultural Center. Shoreside Office

3099

Usually cook direct with Fred Olsen but as most of this years departures were from Dover not Southampton(understandable with the large ships occupying So'ton this year) decided to use Titan Services. The private car hire to Dover from B'mth was costly.

Shoreside Office

3100 Some poor object to paying for water. Shoreside Office

3102

Although good,some are seriously overpriced e.g. another cruise co charged £70 for Norway in a Nutshell (not £135) or Longyearbyen Sightseeing.Good trip but £72when Museum entrance was less than £8. Sled dog kennels no entrance fee obvious,short trip in Old Coach-doesn't seem like FredOlsen value for money

Shoreside Office

3107 More time needed for stops on excursions.I think that seeing the huskies in Longyearbyen could have been done cheaper independently Shoreside Office

4009 There appear to be very few single / single occupancy cabins which means I have to book 19 months in advance to receive one. Shoreside Office

4017Some of the coaches used for excursion were of a very poor standard. They were in poor state of repair and two of them could not have been cleaned inside in the last twelve months.

Shoreside Office

4017 The cost of some company excursion was far too high and the state of coaches needs to be reviewed. Shoreside Office

4022 The Archers. Dead loss. Noisy. Young girls -- poor (bad) example for (GB) Britain & Olsen Cruise Lines. Shoreside Office

4042 Car parking at Dover poor,disorganized and car left in the open. Shoreside Office

4048 We thought of booking a long cruise in 2010 but were given little incentive to do so. In particular an immediate 10% deposit so far ahead is penal. Shoreside Office

4050

Excursions generally were very good as were the guides except for one we complained about and it took a week to get our complaint acknowledged but still nothing done about it- like the trip to Old Lighthouse which we never got to.

Shoreside Office

4051 Unfortunately, single passengers are still heavily penalized price wise. Shoreside Office

4056 We only went on tour to the Glacier at Spitsbergen a beautiful hike but quite expensive for the very short busride, guide and little snack. Shoreside Office

�13

4057

The one trip which was very poor value for money was Harstad Highlights in particular the visit to the Adolf Gun where we were crushed inside during the talk with little time to explore internally,missing some of the internal architecture and equiptment. To have the price would not be asking too much.

Shoreside Office

4061

We are first time cruisers and I feel the specific information pertaining to this cruise could have been much more detailed.I had to phone Ipswich more than once to find out details.Perhaps a first time cruising leaflet could be prepared.

Shoreside Office

4061 The tour in Harstad to the WII Gun gave inadequate time to view all venues Shoreside Office

4069 Norway in a Nutshell trip-rail journey added little to the experience.Train make down and could not see much from either train. Shoreside Office

4086 More time needed at Glacier Museum. Shoreside Office

4096

I felt the two Tours we booked were very over priced Northcape and Longyearbyen, Spitsbergen the latter being £75 for only two and a half. For only two and a half hours which comprised a trip to visit the Huskies and only half hour to see the each museum

Shoreside Office

4096 The coach was poor and tour Guide disappointing. English is knowledge not acquired. Shoreside Office

4100 Claim of Duty Free/Tax Free in shop is false one, can purchase same goods, same size, same price in supermarkets any day. Shoreside Office

4104 Some of the tours were not up to the standard expected for the price of them, in other words, overpriced. Shoreside Office

4119 Catering services at Dover were slow and very expensive. Tours gave us insufficient time at venues. Shoreside Office

4122We were dissapointed to find that we did not receive ,unlike previous cruise any onboard spending in the view of the fact that we have arrived at the terminal by car and had to pay a considerable parking fee at the dock side.

Shoreside Office

5009We paid for a Junior Suite which was extremely noisy at night and constantly disturbed our sleep. The Galley above us was not shown on the plan of the ship when we choose it, otherwise the cruise itself was excellent.

Shoreside Office

5012 Trips ashore seemed rushed. Would like to suggest coloured stickers for different group to be worn on clothing. Shoreside Office

5014

We did the glacier hike & the girl at the FO Head office said she'd done it in trainers so that's what we did. Howevers, I feel it would have been very helpful if you could have few pairs of galoshes or similar as my feet were wet nearly all the time.

Shoreside Office

5018 Disappointed in the excursion to the horses, the girl should have had mic and feet, we did not see much. Shoreside Office

5023 Tours on shore are expensive & rushed, with exception of "Horses & Vikings" and al Spitsbergen. Shoreside Office

5027Last year had a cabin in the 400 range and tried to save to upgrade this year to 500 range and feel the difference in price and what we had to pay was not worth it.

Shoreside Office

�14

5033We were told not to reach Dover before two o'clock & when we arrived at that time, found that hundreds had arrived first. Had been accomodated in the lounge so we had ages before embarkation.

Shoreside Office

5047Tobacco smoke from Smoking Room drifted into surrounding area-should extractor fans be fitted or the better option would be to limit smoking to outside decksonly as British Law would suggest.

Shoreside Office

5052 Longyearbyen - Tour A seemed overpriced. Also coach of poor quality -- one broken seat, one wet seat and badly cracked windscreen (illegal in England). Shoreside Office

5057Tours: Harstad A - very poor value; Tromso B - twice as good at half the price as Harstad A; Honningsvag C - good value; Longyearbyen A - interesting but very poor value. But otherwise, the cruise was excellent.

Shoreside Office

5062Not impressed by shore admin. They lost our cheque & after we had stopped it, they found it - and didn't know what it was for! We lost confidence in the arrangements.

Shoreside Office

5063The Fjord Horses part of tour A at Nordfjordeid on Sunday 6th July was well below your normal standard. The local guide could not be heard and the "display" of the 2 horses was very roan and inadequate.

Shoreside Office

5070 Disappointed we did not receive confirmation that money for the full balance had been received. Shoreside Office

5076 Although mentioned in brochure Shuttle Bus charge in Tromso does not fit well with inclusive cost of cruise. Shoreside Office

5076 Nordfjordeid late arrival. Fjordaland scenery Tour should have been re arranged as lunch was too long and tour at Glacier Museum much too short. Shoreside Office

5087 Some excursions were overpriced. Shoreside Office5089 Civilizations Package is rather expensive . Shoreside Office

5090 The tours were rather expensive for what they were compared with the good value of the cruise. Shoreside Office

5107

Disappointed with "Ona Lighthouse" scenery not worth a 3 hour trip for 20 mins at Lighthouse. Should have been cruising with you last year in June but first choice booked us on a not existant cruise to North Cape" which only went as far as Tromso.

Shoreside Office

5114 Tour A Harstad no time at museum which was uninteresting anyway and whole tour was only enlivened ehen visiting Adolf Gun. Very poor value Shoreside Office

7002 The Excursions were vastly overpriced especially the Tour Longyearbyen which was very poor. Shoreside Office

7004 Excursions - good overall but all were much too expensive compared with other holiday operators. Shoreside Office

7008 Some excursions involved too many travelers and guide commentaries too long and irrelevant. Shoreside Office

7011 We have negative comments on the tour "Norway in a Nutshell" but are unable to give details on this form Shoreside Office

7014 Internet over-priced & therefore not used Shoreside Office7020 Tours - not value for very high cost. Shoreside Office

�15

7022 The visit to the Fjord horses was disappointing poorly, poorly organised and poor demonstration. But Viking ships great. Shoreside Office

7024 Would like cruise to east Greenland. Shoreside Office7025 On embarkation to silver member - very petty - long wait at embarkation. Shoreside Office

8008Internet facilities need upgrading to allow download or attachments especially for customers (like us)who are younger and still working. Need WI-FI really but not sure this is possible? On satellite?

Shoreside Office

8011

I believe I was given misleading information from Fred Olsen about the view from the balcony of my cabin. I was told I had unrestricted view by Fred Olsen when booking with my travel Agent confirmed this when we received confirmation of the booking and the paperwork said part restricted view.The unrestricted view was very important to me because my husband is disabled and wanted him to get views without having to stand. The reason for us taking the cruise was for the scenery!! He has had to stand to view to take photographs - this is disappointing.also I was guaranteed 2nd Sitting at dinner when I booked nearly a year ago so is disappointed to see that we were allocated 1st sitting when we joined the ship.

Shoreside Office

8019 One lady in charge of tours should perhaps have a little more sympathy with wheel chair passengers. Shoreside Office

8024 Arrived at Terminal in good time-embarkation- last group onboard-not very happy. Shoreside Office

8024 Tour Guide in Briksdale & norway in a Nut Shell not very experienced. Shoreside Office

8028The first two excursions where rushed not enough time to see everything. This could have been down to the guides and to many people trying to get into small spaces.

Shoreside Office

8808 Check-in Process -- poor. We were not boarded in order of arrival at check-in desk. Shoreside Office

8808 Poor quality of maps of ports visited. Shoreside Office

9005 Trips-Frankly were rubbish especially Crab King lovely scenery but a rip off. Viking Horses & Boat scenery was beautiful but again a rip off. Shoreside Office

9007 Gratuities should be included in cruise prices. Shoreside Office

9906Lack of coordination between Ipswich Office Staff and ship regarding special diet, bed layout and 1st sitting table reservation. None of which were as requested on booking form.

Shoreside Office

9914 Land Excursions outrageously expensive!Many comments on this subject. People are put off. Shoreside Office

9914 Internet charges too expensive! Shoreside Office

4056 We didn't expect the high average age of the passengers and we expected more different nationalities

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FRED OLSEN CRUISE LINES

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Positive Comments 228 41,45 %Adverse Comments 322 58,55 %Comments Total 550 100,00 %

Adverse vs Positive Comments

0,00 %

25,00 %

50,00 %

75,00 %

100,00 %

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Positive Comments Adverse Comments Comments Total

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Positive Comments 228 41,45 %Adverse Comments 322 58,55 %Comments Total 550 100,00 %

Adverse Comments Adverse %

Accounts Manager 1 0,31 %

Bar Manager 5 1,55 %

Captain 1 0,31 %

Chief Engineer 18 5,59 %

Chief Officer 22 6,83 %

Communications Officer 2 0,62 %

Cruise Director 47 14,60 %

Cruise Director / Maitre 'D 1 0,31 %

Excursion Manager 4 1,24 %

Executive Chef 17 5,28 %

Hotel Manager 18 5,59 %

Housekeeper 12 3,73 %

Maitre 'D 27 8,39 %

Photographer 4 1,24 %

Salon Manager 2 0,62 %

Ship's Management 50 15,53 %

Ship's Management / Shoreside Office 5 1,55 %

Shop Manager 9 2,80 %

Shoreside Office 77 23,91 %

0 0,00 %

322 100,00 %

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80

Accounts Manager Communications Officer Hotel Manager Ship's Management

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